Logo New Mexico Mutual

Customer Engagement Specialist(Service, Billing, Collections, Account Spec)

About the Employer | www.nmmcc.com
Annual Salary

Job Description

Customer Engagement Specialist

Customer Service Department

Job Location: Albuquerque, NM

Flex and hybrid schedules available after 90 days. Awarded Top Workplace 2020, 2021. Values-based organization with innovative corporate culture. Eco-friendly, contemporary home office. Generous benefits package with investment in employee development.

Position Summary:

The Customer Engagement Specialist (CES) is responsible for providing engaging, positive, and professional service excellence for internal and external customers. Leveraging innovative methods to enhance the customer service experience through proactive solutions, the CES is a knowledgeable resource in essential account maintenance and general issue resolution. This role actively participates in building a strong values-based culture within the department and across the organization.

Essential Functions:

  • Perform customer-focused service by researching, resolving and responding to general operational and billing inquiries from producers, policyholders and other departments.
  • Leverage innovative technology to engage with customers and provide services for essential policy and billing account maintenance.
  • Continually seek to gain knowledge from internal support departments to enhance service for external customers and resolve any issues promptly.
  • Collaborate with agents, policyholders and supporting departments to actively listen and understand the needs of the customers to maintain proficient policy and billing records.
  • Advocate for enhancing the customer experience by making suggestions to leadership that improve workflows, processes, and interactions with customers.
  • Maintain positive and professional client relationships while handling concerns that arise, such as, difficult policy service inquiries, collection of past due balances, preparing accounts for collection, and handling of deductible disputes.
  • Accurately complete account reconciliations, to provide information to internal and external stakeholders.
  • Analyze and resolve systematic errors in disbursements of audited premium and billing distributions.
  • Actively participate in building and maintaining a strong values-based culture for the department and across the organization.

Job Qualifications


High School Diploma or equivalency required. Associate’s degree from an accredited college or university in a related field preferred.


1-3 years of experience in customer service or general office support. Experience in billing and collections setting strongly preferred.

Required Skills/Abilities:

  • Excellent verbal and written communication skills with strong background in customer service a must.
  • Good organizational, time management and multitasking abilities.
  • Strong attention to detail with accuracy.
  • Must be flexible, self-directed and have the ability to handle changing priorities and manage time efficiently.
  • Ability to work independently as well as with a team.
  • Ability to identify problems and recommend solutions.

Specialized Knowledge, Licenses, etc.:

  • MS Office (Word, Excel, PowerPoint, Outlook)
  • Guidewire experience preferred

Values and Mission:

Adheres to New Mexico Mutual’s values and mission by demonstrating Service Excellence, Trust, Ownership, One Team and Boldness in thought and action.

Positive Attitude:

Develops and maintains positive working relationships with team members, customers, co-workers and management by demonstrating effective communication and collaborative skills.

Working Conditions:

  • NEW MEXICO MUTUALmaintains general office conditions with light physical demands.
  • Employees of NEW MEXICO MUTUALadhere to all safety rules and regulations including building security.
  • Employees participate in ensuring safe and efficient operating conditions that safeguard employees and facilities.
  • NEW MEXICO MUTUALmaintains a drug free environment; drug testing prior to employment as well as upon a work-related accident.
  • Exposure to VDT screens.

Job Type: Full-time


  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible schedule
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Tuition reimbursement
  • Vision insurance


  • Monday to Friday

COVID-19 considerations:
COVID-safety protocols while onsite. Social distancing. Partitions. Flex and Hybrid schedules.

Application Question(s):

  • Are you able to work full-time or hybrid onsite in Albuquerque, NM? (Yes or No)
  • Will you now or in the future require visa sponsorship for employment at New Mexico Mutual? (Yes or No)
  • Please list your desired salary range.

Work Location: One location

Employee Ratings New Mexico Mutual

  • Based on full-time and part-time employees only, with 16 reviewers

    Overall Rating

    Career Opportunities
    Compensation & Benefits
    Work-life balance
    Senior Management
    Culture & Values
    CEO Approval
    Recommend to a friend

    They do business with integrity and rational thinking. Overall, it's an excellent place to work, with products that are winning in the marketplace.


  • Great Place that Lives its Values Underwriting Manager

    2021-06-28 16:52:19.17

    New Mexico Mutual is an excellent company to work for. The Executive team is hard working and very approachable. They offer a great one team environment and care about their employees. My teams at New Mexico were wonderful and some of the best people I've ever worked with in the industry. The colleagues I worked with were very helpful and hard working. Kellie Mixon is one of the best CEO's in New Mexico. I would not have left had it not been for family circumstances.

    No cons, an excellent company.